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Dynamo AI · 8 months ago

Customer Success Senior Manager

New York, NY

Full-time

Onsite

Senior Level

$150K/yr - $180K/yr

6+ years exp

Dynamo AI is an enterprise platform for enabling private, secure, and regulation-compliant Gen AI models. They are seeking a strategic Customer Success Senior Manager to build their Customer Success team, foster long-term relationships with clients, and ensure customer satisfaction with their AI solutions.

Artificial Intelligence (AI)Generative AIMachine Learning

Responsibilities

Build and lead Customer Success Team: Build and lead the Customer Success team, providing guidance and support to ensure the team delivers exceptional service and support to our clients

Customer Relationship Management: Develop and maintain relationships with key clients, serving as the primary point of contact for escalations and strategic discussions

Customer Onboarding and Adoption: Oversee the customer onboarding process to ensure a smooth transition from Sales to Customer Success. Implement strategies that drive product adoption and utilization

Customer Advocacy: Act as the voice of the customer within the company, ensuring that customer feedback is heard and acted upon to improve product offerings and customer experience

Retention and Growth Strategies: Develop and execute strategies to increase customer retention and reduce churn. Identify upsell and cross-sell opportunities by understanding customer needs and aligning them with our product offerings

Performance Management: Establish key performance indicators (KPIs) for the Customer Success team and regularly track and report on these metrics to assess team performance and customer health

Cross-Functional Collaboration: Collaborate with Sales, Product Management, and Engineering teams to ensure alignment between customer requirements and product development

Continuous Improvement: Identify areas for improvement in the customer experience and customer success processes, driving continuous improvement and innovation

Qualification

Customer Success ManagementCRM SoftwareCustomer Success MetricsBusiness AdministrationMarketingSalesforceHubspotDynamic Environment Management

Required

Bachelor's degree in Business Administration, Marketing, or a related field

At least 8-10 years of experience in customer success or a related field, with a proven track record of leading a customer success team in a technology-driven environment

Strong understanding of customer success metrics and the ability to link them to business outcomes

Excellent interpersonal and communication skills, with the ability to build relationships and influence both customers and internal stakeholders

Demonstrated ability to manage and inspire a team in a dynamic and fast-paced setting

Proficient in CRM and Customer Success software platforms such as Salesforce or Hubspot